Cancellations & Refunds

Draft for legal review before launch. Last updated: 20 October 2026.

This page explains how to change or cancel a booking, your legal right to cancel, and how refunds work. It's part of our Terms. Nothing here affects your statutory rights.

How to cancel or change a booking

Tell us by email (info@frequencyhub.co.uk), by phone (01279 408223), through your client portal, or by post to Unit 92, Greenway Business Centre, Harlow, CM19 5QE. You can use the cancellation form below, but you don't have to: any clear statement is enough. We'll confirm by email.

Changing or cancelling: no fees

You can cancel or reschedule any appointment free of charge. We don't charge a fee for late cancellations or missed appointments.

We kindly ask for at least 24 hours' notice if you can, so we can offer the time to someone else. This is a request, not a condition: there's no charge if you give us less notice.

Your 14-day right to cancel (bookings made online, by phone or by email)

If you book online, by phone or by email, the Consumer Contracts Regulations give you 14 days from the day your booking is made to cancel it, for any reason.

• Before your session starts: if you cancel within the 14 days, you pay nothing and we refund anything you've paid in full. This applies even if your session was due within the 14 days, and even if you cancel with less than 24 hours' notice.
• If you asked us to start within the 14 days: when you book a session that takes place within 14 days, we'll ask you to confirm that you want it to go ahead in that time. If you then cancel after the session has started, you pay only for the part already provided.
• Once your session has been fully provided at your request, the 14-day right to cancel ends for that session.

Bookings made in person at the clinic don't carry the 14-day right, but you can still cancel or change them free of charge at any time (see above).

Late cancellations and missed appointments

We don't charge for late cancellations or missed appointments. If you can't make it, please let us know as early as you can so we can offer the time to someone else. If you've paid in advance, we'll refund you in full or move your booking to a new time, whichever you prefer.

If we cancel

If we need to cancel or move your appointment, we'll tell you as soon as we can and offer another time or a full refund of anything you've paid.

Monthly programmes

Monthly plans renew each month on the date you joined, and payment for each month is taken on that date. You can cancel any time before your next renewal date, in your portal or by email, and no further payments are taken. When you first join online you also have the 14-day right to cancel: if you asked us to start your programme straight away and cancel within the 14 days, we refund what you've paid less a proportionate amount for the days your programme has already run.

Home kit

Home kits aren't available to book online yet. When they are, the £200 deposit will be refunded within 10 working days of the kit being returned complete and in working order (see the Equipment Loan Agreement).

Events

Event places aren't on sale yet. We'll publish the cancellation, refund and transfer terms for each event before places go on sale.

Gift cards

Gift cards aren't on sale yet. We'll publish full gift card terms, including how long they last and refunds, before they go on sale.

Products

We don't sell products online yet. When we do, you'll have 14 days to cancel goods bought online, plus your statutory rights for faulty goods.

Refunds

We refund without undue delay, and within 14 days of you telling us you're cancelling, to the payment method you used (unless we agree another way with you). We don't charge a fee for refunds.

Your statutory rights

We'll always provide our services with reasonable care and skill. If something goes wrong, please tell us and we'll put it right. Contact: info@frequencyhub.co.uk or 01279 408223.

Model cancellation form

Complete and return this form only if you want to cancel. You can copy it into an email.